Frequently asked questions


What is physiotherapy?

Physiotherapy is an evidence-based form of therapy that takes a holistic approach to improving a patient’s wellbeing. It uses education, advice and tailored exercise prescriptions to rehabilitate people with musculoskeletal pains and injuries. Such problems can present themselves at any stage of your life, and can be work-related, sports-related or may seem to simply appear out of nowhere!

How effective is physiotherapy?

For decades, scientific studies have provided strong evidence of physiotherapy’s effectiveness in rehabilitating patients. Following a practitioner’s personalised rehabilitation programme will help treat musculoskeletal issues, reducing pain. A good practitioner will also provide advice on preventing such an issue from reoccurring.

Doesn't physiotherapy need to be hands-on?

In the vast majority of cases, clinical best practice states that hands-on treatment should be used as secondary treatment, if at all, in the successful management of musculoskeletal complaints.

Who are JimJam physiotherapists?

JimJam physios are fully qualified, UK-based physiotherapists who are accredited by all necessary bodies. They must have at least 3 years relevant clinical experience and come recommended. Click here to find out more.

Who can use JimJam?

Any UK resident 18 and over can use JimJam. Patients come from all walks of life and might have pains related to work or sport or just from going about everyday life. You can benefit from physiotherapy at any age - problems tend to appear with age but putting stress on certain muscles can happen at any stage of your life.

When are appointments available?

Appointments are available whenever a JimJam physio is around. This could be any time from early in the morning until late at night - just click here to see what times we have available right now.

How much does it cost?

All JimJam consultations cost £19.99. There are absolutely no other fees involved: access to your prescribed exercise programme is included and there are no subscription charges.

What happens if I need further diagnosis? Can JimJam physios make onward referrals?

In a few rare cases, the physio may want to refer you onto other healthcare professionals, for example, for further investigations relating to you diagnosis. This could be to your GP, another healthcare professional and in very rare cases to Emergency Care. Your JimJam physio will provide you with all the guidance you need.

What should I do if I need help urgently?

JimJam is not an emergency service. If in doubt about the severity of your problem, seek Emergency Care immediately.

What do I need to use JimJam?

All you need in order to JimJam is a computer with a webcam and microphone, and a reliable internet connection. A little bit of peace and quiet helps too!

Cost and Payment

What payment methods do you accept?

We take MasterCard, VISA, and American Express credit card or debit card payments.

What if my credit card is rejected?

If you experience difficulties when using your card, please get in touch with your bank.

How do I use a coupon?

Once you have completed the registration form and chosen an appointment time, you will find a field on the right hand side of the screen. Entering your code there will apply your discount. You lucky JimJam!

Is my credit card information secure?

Yes. We use Stripe to process all payments, so we never even see nor store your credit card data.

Are there any extra fees involved?

No. There are absolutely no additional charges - just the cost of your appointment and any follow-up appointment you choose to have.

Do you accept medical insurance?

At the moment, we do not interact with insurance providers. All that JimJam can do is provide a receipt of your payment which you may use to claim back from your insurer, if that is the arrangement.

Why do I have to pay for a physio consultation through JimJam?

JimJam is not a healthcare supplier for the NHS. We provide consultation appointments which are quicker to access and simple to use as well as being affordable.


What information do I need to provide and why?

You’ll need to give us basic information about yourself and your medical history so that your JimJam physio can carry out their diagnosis as accurately as possible.

How are consultation videos stored and for how long?

The video consultations are stored in industry-standard security for a minimum of three months before being permanently deleted.

How is my information stored and for how long?

We are legally required to keep all medical records for a minimum of six years. We keep all other data on you for as long as you have an account with us. For more information please refer to our Privacy Policy.

Consultation Process

What does a consultation consist of?

A JimJam consultation is very similar to a traditional physiotherapy appointment. No patient or complaint is the same so your consultation will reflect your need but as an example you can expect a JimJam consultation to consist of:

  • detailed assessment of your presenting complaint including, but not limited to: causing factors, alleviating and exacerbating activity, medical history, history of complaint,
  • diagnosis based on the information and answers you provide and the expert clinical knowledge of your JimJam physio,
  • tailored advice and suggested preventative measures,
  • and a rehabilitation programme featuring a personalised exercise prescription.

How long does a consultation last?

A JimJam consultation typically lasts twenty minutes but it varies depending on the complexity of the issue at hand.

What does a follow-up consultation consist of?

It depends on your individual requirements but typically your JimJam physio will check your progress and adapt your rehabilitation programme based on the information and answers you provide. They may also offer further advice on preventing pain and injury.

Do I have to have a follow-up appointment?

Not necessarily. It depends upon your presentation and progress, so if you are progressing well against your JimJam personal rehab plan then great – we don’t need to see you again!

During your initial consultation your JimJam physio will be able to advise as to your expected recovery, estimated timeframe and whether you will likely need follow up with us.

When do I receive my exercise prescription?

Your programme will be emailed to you on the day of your consultation, usually within an hour of it ending. If you have not received it by then, please contact us and we’ll sort it out.

How do I access my exercise prescription?

Your exercise prescription will have a detailed description of how and when to complete your rehab. It will also have detailed videos showing you exactly how to do each exercise. All of this is accessible via any web connection.

How long will it take for me to be pain-free if I do all the exercises prescribed?

This depends upon the individual patient and their presenting complaint. Your JimJam physio will be able answer this question in more detail during your consultation.

Can I book a series of appointments?

Glad to hear that you're so keen to JimJam!

In general we like patients to have individual appointments so that the JimJam physios can advise if and when follow up appointments are required. This maximises the clinical benefit whilst minimising your costs.

That said, there are some situations where a series of appointments is advantageous (for example – people managing long-term sporting injuries). We work with sports clubs to tailor packages to specific requirements (click here to contact us to see how we can work with your sports club), and please check our homepage regularly for how our packages could help you.

JimJam Physios

Will I get the same physio for a follow-up?

If your JimJam physio recommends that you have a follow up appointment, they will send you a reminder at the appropriate time. This automatically gives you access to their diary and so you can book your follow up appointment with the same JimJam physio.

However, if you would prefer to see a different physio, then that is absolutely fine and all our JimJam physios will have full access to your JimJam medical record and are able to pick up where the previous physio left off.

Can JimJam physios prescribe medication?

At the moment, JimJam physios can’t prescribe medication, but they can refer you to your GP and provide advice and guidance where appropriate.

Can JimJam physios issue fit notes?

At the moment, JimJam physios can’t write fit notes, but they can refer you to your GP and provide advice and guidance where appropriate.

Can JimJam physios do referrals?

If you require onward referral, your JimJam physio will be able to facilitate this fully.


What browsers does JimJam support?

At the moment, JimJam supports the more recent versions of Google Chrome, Firefox, Internet Explorer 10 or 11, and Edge. If you would like to install Chrome, please click here.

Can I use my phone?

At the moment, JimJam does not support smartphones. However, we are working on making them compatible, with an app being launched early 2017.

What if I don't have a webcam?

Technically, you can JimJam even without a webcam, but we believe that by seeing your physio and them seeing you improves the diagnosis and overall experience. However, we are happy to JimJam by phone and you would still have full access to the JimJam rehab support.


What happens if I need to cancel?

Please let us know as soon as you need to cancel. If your cancellation is more than 24 hours before the appointment, we will give you credit which can be used to book an appointment of the same value. If your cancellation is less than 24 hours before the appointment, then a charge will be incurred. Please refer to our cancellation policy for full details.

Read our Cancellation Policy

What happens if I'm late or I don't attend?

If you are unable to attend your appointment please let us know as soon as possible. If you are running late our JimJam physios are only able to wait 10 minutes after your scheduled appointment start time as any longer than this it is unable to complete a consultation without overrunning and impacting on other patients. If you do not attend your appointment and do not inform us in advance, then you will be charged for your appointment. Please see our cancelation policy for full details.

Read our Cancellation Policy

What happens if I have technical issues during my consultation?

Unfortunately technology can play up sometimes, especially if your internet connection is unstable. It’s best to double-check that everything is ready before you begin your consultation as we cannot always offer refunds or compensation if something goes wrong. If you do encounter problems then our JimJam physios will do their best to advise and help you during your appointment.

What should I do if I have a complaint?

We hope that you really value your JimJam consultations but if for any reason you feel our service hasn’t met your expectations then we really want to hear from you. Please get in touch with us here and we’ll get back to you as soon as possible.

Everything Else

Can I meet my physio in person?

JimJam physios can be located anywhere in the UK and may therefore not be near to you. If the unlikely event your JimJam physio believes that you need to be referred to see a physio in person, then they will guide you to a practice near to you.

How old do I have to be to use JimJam?

JimJam is only for patients aged 18 and over. If you are under 18 and would like to have an appointment, your legal guardian must sign up on your behalf.

Can I access JimJam from outside the UK?

You can access JimJam from anywhere in the world but, for insurance purposes, your regular residential address must be in the UK.

Do I have to be a UK resident to use JimJam?

Any UK resident can use JimJam from anywhere in the world.

Do you have an affiliate programme?

The JimJam affiliate programme is being launched in 2017. Please get in touch and let us know if this is of interest to you.

How do I become a JimJam physio?

Glad to hear that you want to join the JimJam team! Please get in touch with us here.

What qualifications and experience are required?

You must be able to converse fluently in English, be based in the UK, be HCPC registered, have at least three years of relevant clinical experience and have a strong set of references.

What's the deal?

JimJam promptly pays a competitive locum rate and offers flexible hours. So you can earn extra income any time that you're not consulting face-to-face, whether that's early in the morning or late in the evening. There are no minimum hours – you simply work when you want to!

What do I need?

All you need is a computer with a high-definition webcam and microphone, and a fast and reliable internet connection.

Can JimJam fulfill our Occupational Health requirements?

JimJam can provide Occupational Health services for businesses of all sizes. If you would like to find out more about how your business and employees can benefit from efficient and affordable physiotherapy provision, please take a look at this page.

Is there an opportunity for white-labelling the JimJam platform for my business?

Yes. We can supply the software and surrounding structure enabling you to provide remote consultation with a JimJam-quality platform but without the JimJam branding. Get in touch with us here to find out more.